About this role
Position Summary:
We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The ideal candidate will demonstrate strong leadership, a commitment to excellent service, and hands-on expertise in project management and process improvement.
Applicants should possess 3+ years of supervisory or team lead experience within the BPO sector, with a proven background managing multi-channel communications—including calls, emails, chats, tickets, and social media.
Responsibilities:
- Lead, inspire, and support a team of CX Associates.
- Track team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA compliance.
- Deliver high-quality support across diverse channels while effectively resolving complex escalations.
- Facilitate staff training sessions and complete regular performance reviews.
- Partner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiences.
- Pinpoint operational inefficiencies and propose strategic solutions to optimize service standards.
- Engage in client meetings, operational audits, and performance reporting as needed.
Required Skills/Abilities :
- Near-native fluency in written English (required).
- Exceptional communication, interpersonal, coaching, and conflict resolution abilities.
- Strong dedication to work ethic and a knack for inspiring high performance in team members.
- Comprehensive grasp of customer service standards and core principles.
- Expertise in managing customer support tools, CRM systems, and cloud telephony platforms.
- Advanced proficiency with Google Sheets and Microsoft Excel.
- Proactive approach to risk management and early detection of potential employee concerns.
- Proven capability to thrive in fast-paced, time-sensitive settings.
Education and Experience:
- Proven team leadership and development experience (3+ years in a supervisory role).
- Experience managing multi-channel communication.
- Sales or e-commerce experience (plus).
- Senior college student or bachelor's degree in a relevant field.
On-site role in Bogota.